Hi, there. We're disappointed to learn of your dissatisfaction and would like to gather additional details regarding your experience. For further assistance, please send us a private message with the hotel's location, arrival date, confirmation number, reservation name, and all the details about our stay experience. We hope to hear from you soon.
Fernando
Customer Care
Originally Posted by
BigEdInVancouver
Super poor customer service experience booking with points. A Privileges CSR somehow "locked" my reservation and no one---after TWO+ hours on numerous phone calls to overseas customer service and the hotel itself---knows how to unlock it. What's worse is that they put you on hold and never come back. OR they promise to call back, and then don't.
Submitted an issue report on their website and the website CS agent obviously didn't read my complaint because his suggestion was to....call customer service. I've asked them to implement a workaround: just give me 60K points to make me whole again and then I can move on with my life.
I looked up the company's executive leadership because they really need to know how bad they treat their customers (we are Gold level, but I doubt it matters) . But there is no exec for customer service/experience,.
Anyone found a good way to reach a responsible exec? Going direct to the CEO seems so dramatic.